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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To be really unimpressed with Ocado

37 replies

thereinmadnesslies · 09/11/2011 17:09

I placed my first ever Ocado order to thus, which was due to be delivered today between 4-5. I got a call at 4 to say they've had some problem, so actually they will deliver at 7pm or so. Which is a huge problem as DS1 has a friend over and the order included food for their dinner, and I can't bring myself to drag three kids to the supermarket. I've found something to feed them in the freezer, but it's pretty moderate, and if Ocado do get sufficiently organised to deliver at 7 it will disrupt bedtime.

So would I be unreasonable to tell Ocado a) that they are crap and b) to cancel the order

OP posts:
squeakytoy · 09/11/2011 17:10

Dont be so ridiculous. They have rung you. For all you know the driver could have been involved in an accident.

ScaryFairy28 · 09/11/2011 17:10

Yanbu I recently cancelled a tesco order for the same sort of reasons.

ScaryFairy28 · 09/11/2011 17:11

At the very least they should refund delivery charge, they should also have offered you the option to collect from store.

mrslaughan · 09/11/2011 17:12

Well they are not delivering mine at all - got an email and a text - apparently some operational difficulty......

minouminou · 09/11/2011 17:12

I've been using them for four years...in that time they've messed up two orders and given me a 25 quid voucher for each mess-up.
I got a text from them today to say I may be affected by their problem...I wasn't, but the driver apologised anyway.
Great customer service I think....you'd be daft to forgo the chance of a voucher!

bibbitybobbitybloodyaxe · 09/11/2011 17:13

Oh that's bad luck. I have never once had a problem with Ocado and been using them for 4+ years. I think their good reputation is well deserved but, obviously, no service is going to be 100% perfect.

Principality · 09/11/2011 17:13

I don't think it would be unreasonable to cancel now. However, i have used them and they have always been fabulously helpful. Maybe there was a genuine problem.

PickleSarnie · 09/11/2011 17:14

Did they give an explanation to why they are late?

On the very rare occasion they've been late with us (literally 2-3 times in over a year) they kept us informed and gave us compensation in the one case the driver went awol (which was, admittedly, ridiculously frustrating at the time and, had it been our first time, I would be feeling how you're feeling now).

Hulababy · 09/11/2011 17:15

How disappointing.

But ime this is very unusual for Ocado. I have been using them for 2 or 3 years now and have never had a cancelled order and only a handful of times had a delayed order - and then only by half an hour or so if that. Rarelt have subs either.

I would give them another chance personally but yes, do ask for a refund on delivery charge and/or some other compensation.

PickleSarnie · 09/11/2011 17:15

My only gripe with them is that I think they should demand ALL drivers should change their names to match their vans. We got Colin in the Cabbage once which sounds so much better than Tom in the Lemon.

minouminou · 09/11/2011 17:17

I was particularly impressed with Tudor in the Onion.

sabrinathemiddleagedwitch · 09/11/2011 17:19

I've used them for 2 years and they have never been late. I get 2-3 deliveries a week. The only problem I had was something leaked in one of the bags and spoilt the other things in that bag but the customer service was great. Yanbu to be cross but yabu to think its typical and that you won't be compensated.

Housewifefromheaven · 09/11/2011 17:19

I also have never had a problem with them at all. Excellent customer service and I would recommend them to anyone. It's a shame that yours has been messed up. I can honestly say mine never has in 2 years. Ohh go on, give 'em another go!!

minouminou · 09/11/2011 17:20

When they mess up, they sort it right out, and the customer service people are delightful.

Original poster
thereinmadnesslies · 09/11/2011 17:22

They only said hopefully 7 not definitely, I'd actually like to know for certain so I know whether to go out to get something for DH and I, plus I need packed lunches for tomorrow.

OP posts:
SazZandASparkler · 09/11/2011 17:22

Mine have always been early and they call to check it is ok. Sounds like you have been unlucky Sad

Rofl at Tudor in the Onion. IIRC I have had Colin in the Cabbage too.

Original poster
thereinmadnesslies · 09/11/2011 17:26

They said operational reasons, so I think it's bigger than one van being in a crash.

OP posts:
cocoachannel · 09/11/2011 17:26

What a shame. Only once had this problem...during last winter's snow!

I'd be very surprised if they didn't refund your delivery at the very least. As others have said their Customer Services people are great.

Original poster
thereinmadnesslies · 09/11/2011 17:27

I like the sound of the named vans.

OP posts:
PersonalClown · 09/11/2011 17:28

Something major went wrong in the warehouse. DP got a frantic phonecall begging for him to start ASAP.

Original poster
thereinmadnesslies · 09/11/2011 17:32

Delivery was free and I had a 'first shop' voucher code, so I'm not particularly optimistic about any apologetic gestures

OP posts:
ChristinedePizanne · 09/11/2011 17:44

I stopped using them when they delivered two consecutive deliveries over an hour late and barely apologised (blamed it on London traffic and certainly didn't compensate me) and then they delivered me a box of eggs in which three were broken.

I buy from Waitrose now I can - I only used Ocado because Waitrose were tied in with them, now they're not, I don't have to

makachu · 09/11/2011 17:48

You're being ridiculous. It's only a couple of hours. If you really needed the delivery to arrive for the kids dinner you should have had it delivered for yesterday instead of an hour before you needed to feed them. Computer problems and staff issues happen sometimes; someone might be ill, the system might not be working a fridge might have broken down and your order might have had to be done again, I bet the Ocado staff are having a much worse day of it than you. Why don't you nip to the chip shop.

CamperFan · 09/11/2011 17:48

I've used ocado for almost 10 years and service has gone way downhill lately, and I never get any compensation for lateness, like I did in the early days. I've had more late deliveries this year than in the last few, and stuff is always squashed/leaking. I've found Tesco to be much better, who were abyssmal in the early days, and I'm going to give Waitrose Direct a try.

BartletForAmerica · 09/11/2011 17:55

What a shame. I have never had problems with delivery in 18 months of Ocado deliveries. I'd give them another chance because I like them so much.